Tech support Executive - Indore

Bitla Software Pvt. Ltd.; Indore District; On-site; INR 240,000 - 480,000; Full time

Job summary

Bitla Software Pvt. Ltd. in Indore is seeking a Customer Service Representative to handle high volumes of calls, respond to inquiries, and provide accurate information on products and policies.

You will document interactions, update records, and collaborate with other departments to ensure customer needs are met. The ideal candidate demonstrates active listening, clear communication, and a positive attitude, while meeting performance metrics and participating in ongoing training to stay current

Qualifications

• Handle a high volume of inbound and outbound calls professionally.
• Provide exceptional customer service to resolve issues promptly.
• Use call center tools to manage interactions and data.
• Demonstrate clear verbal and written communication.
• Maintain a positive attitude with difficult customers.
• Meet call center metrics and customer satisfaction targets.
• Collaborate with teams to address customer needs.
• Develop product knowledge to assist effectively.
• Escalate complex issues when needed.
• Engage in ongoing training and coaching to improve performance.

Responsibilities

• Answer incoming calls and respond to customer inquiries professionally.
• Resolve complaints and issues efficiently and effectively.
• Provide accurate and timely information on products, services, and policies.
• Maintain a positive and friendly attitude during interactions.
• Document interactions and update customer records in the database.
• Collaborate with other departments to meet customer needs.
• Identify opportunities to upsell or cross-sell products and services.
• Meet or exceed performance metrics like call volume and CSAT.
• Participate in ongoing training to stay updated on policies and products.
• Adhere to company policies, including data privacy and security.

Skills

High volume calls

Active listening

Clear communication

Call center software

Customer service

Upsell / cross-sell

Tools

Call center software

Job description

Role & responsibilities

• 1. Answering incoming calls and responding to customer inquiries in a professional and courteous manner.
• 2. Resolving customer complaints and issues efficiently and effectively. 3. Providing accurate and timely information to customers regarding products, services, and policies.
• 4. Maintaining a positive and friendly attitude when interacting with customers.
• 5. Documenting customer interactions and updating customer records in the company's database.
• 6. Collaborating with other departments to ensure customer needs are met.
• 7. Identifying opportunities to upsell or cross-sell products and services to customers.
• 8. Meeting or exceeding performance metrics, including call volume, call handling time, and customer satisfaction ratings.
• 9. Participating in ongoing training and development to stay up-to-date on product knowledge, policies, and procedures.
• 10. Adhering to company policies and procedures, including those related to data privacy and security.

Preferred candidate profile:

• 1. Handling a high volume of inbound and outbound calls in a professional and courteous manner.
• 2. Providing exceptional customer service to resolve issues and concerns.
• 3. Utilising call center software and tools to manage customer interactions and data.
• 4. Demonstrating excellent communication skills, including active listening and clear verbal and written communication.
• 5. Maintaining a positive attitude and composure when dealing with difficult customers or situations.
• 6. Adhering to established call center metrics, including average handle time, first call resolution, and customer satisfaction scores.
• 7. Collaborating with team members and other departments to ensure customer needs are met.
• 8. Demonstrating a strong understanding of products and services to effectively assist customers.
• 9. Identifying and escalating complex issues to appropriate departments or supervisors.
• 10. Participating in ongoing training and coaching to improve performance